7 Cs of Effective Communication
1. Completeness
2. Conciseness
3. Consideration
4. Concreteness
5. Clarity
6. Courtesy
7. Correctness
1. Completeness
• Provide all necessary information
• Answer all questions asked
• Give something extra, when desirable
Examples…
• I am new to the city and would like to consider joining
your club. As I will be visiting your club within the
month will you please tell me where the next meeting
will be held?
• Please fax me in return the departures from Singapore
to Hong Kong on the 8th.
• How come my request for an interview letter did not
receive a response?
“Little Men use big words, big men use little words.”
- Winston Churchill
2. Conciseness
• Eliminate wordy expressions
• Active and passive voice
• Avoid unnecessary repetition
Wordy Expressions
Long words Short words
• They acceded to the • They agreed to quit business.
proposition to terminate
business.
• This antiquated • This old sales strategy will
merchandising strategy is not work in today’s business.
ineffectual in contemporary
business operations.
• The list you requested is
• Please find attached the list attached
you requested
Wordy Expressions
• At this time
• Due to the fact that
• Have need for
• In the due course
Active/Passive Voice
• The total balance due will be found on page 2
of this report.
• The reports are to be submitted by employees
prior to 5:00, at which time they will be
received by Mr. Jones.
• We hereby wish to let you know that our
company is pleased with the confidence you
have reposed in us.
Irrelevant information
Will you ship us sometime, anytime during this
month of October would be fine, or even
November if you are rushed (November would
suit us just as well in fact a little bit better) 300 of
the regular 3- by 15 – inch blue felt armbands
with white sewn letters in the center.
Thank you in advance for sending these along
to us by parcel post and not express as
express, is too expensive.
3. Consideration
• Focus on ‘you’ instead of ‘I’ and ‘we’.
• Show audience benefit or interest in the
receiver.
• Emphasize positive aspects, pleasant facts.
We- Attitude
• I am delighted to announce that we will be
extending our hours to make shopping more
convenient.
• We’re sure you must be frustrated by the length
of time it has taken to ship your order for Polish
gargoyles.
• You failed to enclose your cheque in the
envelope.
• You are completely off base in your proposal.
Emphasize positive aspects, pleasant facts.
• It is not possible for you to open an account
today.
• We don’t refund if the returned item is soiled
and unsalable.
4. Concreteness
• Use specific facts and figures
• Put action in your verbs.
• Choose vivid, image building words.
Few examples
Abstract Concrete
A significant loss A 53% loss
Good attendance record 100% attendance record
The majority 60 percent
In the near future By noon Thursday
Students GMAT scores are higher.
Putting action in your verbs
• Examples…
• The test were administered by the
Professors.
• Grades of students will be sent to you
by School.
• It is shown in the figures that…
• A decision has been made…
5. Clarity
• Use familiar words
• Conversational style
• Construct cohesive sentences and paragraphs.
Few examples
Unfamiliar Words Familiar Words
• This machine has a • This machine tends to get
tendency to develop noisy when it runs hot.
excessive and unpleasant
audio symptoms when
operating at elevated
• Ms. Smith’s peculiar ways
temperatures
justify firing her.
• Ms. Smith’s idiosyncrasies
supply adequate justification
for terminating her
employment status
6. Courtesy
• Be sincerely thoughtful, tactful and appreciative.
• Use expressions that show respect. Avoid
irritating expressions
• Avoid questionable humor.
• Choose non-discriminatory Expressions
• Names of people
Thoughtful, tactful and appreciative:
Example…
• Clearly, you did not read my latest fax.
• Stupid letter, I can’t understand any of it.
Questionable humor.
• Hey man, what’s this I hear about the good
news? You sure pulled a fast one this
weekend- and then didn’t tell any of us about
it.
Give my regards to the lady – and wish her the
best; she’ll need it. :D
Non-discriminatory Expressions
Non-discriminatory Expressions
• Freshman
• Manpower
• Man-made
• The best man for the position
• Anyone who comes to class late will get his
grade reduced.
• Each customer will have the new changes
noted in his bill.
7. Correctness
• Use the right level of language – Avoid Use of
idioms
• Check accuracy of figures, facts, & words- ask
someone to read your message before
finalizing.
• Maintain acceptable writing mechanics
Use of correct idioms/ phrases/ words
• All talk and no trousers
• If you’ll pardon my French
• Eminent/ imminent
• Farther/further
• Between/among
• a/an
